Drive not detected by Symantec Endpoint Encryption

[Nurul Asyirah]

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Kindly advise how should we fix this issue?



Regards,
Syera

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[Prashant Chaudhari]

Windows Server 2019  is deployed on a virtual machine  or Hardware ?

For virtual environment many times the disk is not detected as a fixed disk due to hotplug capability and hence may not be detected by SEE. If you are using VM, then please try adding property "devices.hotplug=FALSE" to the .vmx file and restart the system and check if it works.

https://kb.vmware.com/s/article/1012225 

Thanks !

[MadanMohan Jinnala]

Thanks PC, useful info for me :-)

On Tue, Sep 6, 2022 at 2:16 PM Prashant Chaudhari via Broadcom <
[e-mail]> wrote:

> Windows Server 2019 is deployed on a virtual machine or Hardware ? For
> virtual environment many times the disk is not detected as a fixed disk...
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> Sep 6, 2022 4:46 AM
> Prashant Chaudhari
> <https: community.broadcom.com/network/members/profile?userkey="88a989c7-9c7c-4423-8374-c42673ac290f">
> Windows Server 2019 is deployed on a virtual machine or Hardware ?
>
> For virtual environment many times the disk is not detected as a fixed
> disk due to hotplug capability and hence may not be detected by SEE. If you
> are using VM, then please try adding property "devices.hotplug=FALSE" to
> the .vmx file and restart the system and check if it works.
>
> kb.vmware.com/s/article/1012225
>
> Thanks !
> *Reply to Group Online
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> -------------------------------------------
> Original Message:
> Sent: Sep 05, 2022 08:43 PM
> From: Nurul Asyirah
> Subject: Drive not detected by Symantec Endpoint Encryption
>
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> <e-case-description _nghost-xgd-c78="" class="ng-star-inserted">
> Hi Experts,
>
>
> After SEE Client_x64 installation on Windows Server 2019 Standard, the
> program fails to detect any drive on the system from the SEE Management
> Agent UI app:
> [image: image.png]
> From the eedService00.log under the TechLogs directory, observe the
> following error:
> [08/31/22
> 13:59:16][ERROR][3904][0x115C][SEDE][SYSTEM][(DEAL::CMachineResourceGroupImpl::Initialize)
> : Default disk not found][CMachineResourceGroupImpl.cpp:289]
> [08/31/22
> 13:59:16][ERROR][3904][0x115C][SEDE][SYSTEM][(SvcThreadController) :
> GetDEALInterfacePtr failed][threadController.cpp:683]
>
> When trying to uninstall the program, observe the following message:
>
> [image: image.png]
>
> Checking status via command line:
> [image: image.png]
>
> Using --recover-disk option:
> [image: image.png]
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>
>
> Kindly advise how should we fix this issue?
>
>
>
> Regards,
> Syera
>
>
>
>
>
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[Nurul Asyirah]

Hi Prashant,

Thanks for responding.

We are not using virtual machine. Windows Server 2019 is deployed on server hardware. 

Brand/Model:
SuperMicro 1123US-TN10RT

We have also check it is not using bitlocker. As of now, we are not able to do anything as uninstallation is also not possible.


Regards,
Syera

[Prashant Chaudhari]

Hi Syera,

Is Windows server 2019 installed with RAID configuration ? If yes, is it it Software or Hardware RAID and which RAID configuration are you using ?

Did you check if 'Symantec Drive Encryption Service' is running on the system ? 

Thanks,
Prashant

[Nurul Asyirah]

Hi,

Is Windows server 2019 installed with RAID configuration ? If yes, is it it Software or Hardware RAID and which RAID configuration are you using ?
No RAID configuration is installed.

Did you check if 'Symantec Drive Encryption Service' is running on the system ?
I can see 'Symantec Drive Encryption Service' in Task Manager background processes but I believe it is not running. When I try to 'start' the service, I get the following message:




Regards,
Syera